Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BLUF: I need the specifications of what types of EV chargers are compatible with my ********************** and have been asking Lordon Management for over three months. Eight and a half weeks ago I submitted a request through Lordon's **************** Portal, no response. Seven and a half weeks ago I followed up, no response. I emailed four weeks ago to follow up, and the response was to fill out an application and submit, however, I don't know what to submit because I don't know the specs. Over the next week, I had four phone calls and finally got to the property manager, they promised the answer within a week. I have followed up weekly, and now they're not responding to email or phone regarding this issue. I need to know what the specifications are to get this process started, and then I need to schedule access to the panel for the electrician to perform the work.I'm unable to forward the email traffic but I have it available if needed.

  Business Response

  Date: 10/25/2024

  I have emailed a response to the onwer as of 10/24 - the **** does not have specs for owners to install EV charges.  They review the architectural requests as they come in - we are inquiring with the board if they will pay to have an electrician come out to try to evaluate the power load for the building but this is not normally done by the *** but by the owner that is submitting an application if there is power issues.  If panels are needing to be upgraded normally the owner would be responsible to upgrade the panel. 

   

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company change banks and created a mess. Two times Ive called to get the situation fixed with no help. Seems to be that they take the money out every month and still pay elite late fee. Two times I paid up and they said we were zero and the last four months theyre still charging me a late fee. Then I go to the bank and the bank says, that only they can change the amount is coming out, and this is the first Ive heard of this since last November. I feel like theyre taking advantage of older people. My dad is an elderly man and cant take care of these problems. They dont have control over the system, and are not telling the truth, or explaining things correctly. Me paying the bills isnt a money problem, but that they have no one there that can explain that the problem is every time they make a change I have to notify the bank that theyve made a change. I personally have never heard of any other company running like this and they are very unpleasant to top it off.

  Business Response

  Date: 09/25/2024

  I did not receive a complaint nor have i received communication from you in regard to any repeat communications.  As a matter of fact this is the first email i have received.  We would love to communicate and respond but i don't know to respond if we are not receiving things.  Also, did you know i have left online message several times when i tried to log in to the site directly (referenced i believe a pasadena office?) and it says that i have to create an account - won't let me create one and says i need to speak to someone - i fill out the request and never hear back.  I gave up as i was not sure i was even then supposed to try to create an account.

   

  I used to love workign with BBB when you had your local office to us  and we had a great working relationship but since then it has been very hard to reach you or communicate.  Is there something we can do to help resolve that?

   

  And as far as whomever **** is we would love to communicate but once again i have received no letter and i can't see anything as it says the complaint is closed for non response...help please.

  Business Response

  Date: 09/25/2024

  Hi i would be more than happy to look up this owners account if i had an account number and name of the account owner.  We changed banks a year ago as the prior bank was being taken over by a new institution.  Two notices were sent to the members about  the bank change and what they need to do to transfer their payments.  Please have them provide me the information and i can review and see what their payment history was and did they send in the payments.  Lordon doesn't charge late fee s- only their hoa charges a few if not paid.  Typically, the fee is $10 so for the fee go up to $80 it sounds like there were several missed payments or late payments.  I may be reached at ******************.  Thank you.

  Customer Answer

  Date: 09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I just want them to see that their process is bad and if a. Person is on autopay and still getting charged late fees, they should look into this.  Older adults as my dad think all is ok, but  they have no email to find out there is a problem.  I would think anyone who is getting paid on time and the amount that it was..they would assume person didnt know the bank must up the payment and not the association- like all my other bills!!  Plus be kind, your rude employees dont help. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lordon Management ** manages our *** (****************). Last year i had a roof leak caused by rain. It took Lordon over 12 months to have the roof repair. I first notified Lordon of the roof leak back in 01/2023. The roof was finally repaired on 03/2024. In October or November of 2023 Lordon changed the bank they do business with. I updated the information with my banking institution. However, for some reason my bank issued the *** due check with Lordon's previous banking information. I received the statement from Lordon advising i owed the previous months dues and the current months due. I called Lordon's accounting **** and was advise that their bank was unable to deposit the check because how it read. For the February dues i notice that my bank had issued the check with incorrect banking information, Lordon's. I called Lordon to advise them i had another check issued with the correct information. Now Lordon's is charging me $25 for a stop payment fee. I asked Lordon to provide me proof that they had been charged the $25 by their financial institution. The will not provide the information. Lordon is the worst management company ever. I lived in this condo complex for 19 year. Never had issued until Lordon became our management company.

  Business Response

  Date: 04/11/2024

  We have communicated with ******* via email on this matter.  She was sent two notices in september and in october to correct her bill payment submission for her ***.  The banks did change and she was provided ample notice to make that change.  Her payment in February 2024 was returned four months after the transition.  Each billing reflected the proper address to pay.  As we advised her the bank charges the *** a fee as well as Lordon charges a $10.00 administrative fee when someone's check is not honored by the bank.  These fees are charged to the *** and the *** charges a fee to the owners account to cover NSF processing costs.  Her account was charged $25.00 BY THE ***.  She could have submitted a request to the Board and explained how she made the payments incorrectly four months later and request that they give her consideration to waive the fee.  Instead she sent emails that were combative in nature to us about not believing there was a fee and making accusations.  We did not make the error, she did.  Now we are the bad guys as the *** charges a fee when an owner's check is returned.  As i recommended she could nice request for them to consider it but i don't have the power or authority to waive the fee for her *** Board.  Now she is complaining to you which is fine as we would like to set the record straight.  I always try to advocate for people with their ***'s but had no opportunity as she was being combative in her first communication with me. I am sorry she feels this way but i have found that when owners take responsibility for something instead of trying to blame the management company or the board that the Board is much more understanding and willing to try to work something out 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21490678
  
  I am rejecting this response because:  I was not combative as stated by Lordon in their response.  Since January 2023 i have been going back and forth with Lordon regarding the roof leak which was final taken care of in March of 2024.  I know this is a separate issued, but because of the **** leak i know have electrical issues and the sideboards have to be replaced as they have water damage. 

  I was not the only one who as charged a stop payment fee.  The form HOA (************) president was also charged a stop payment fee.  The difference was that the president ********* to Lordon's upper management and the fee was removed for their account.  I have the text message from the former's president to provide.. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/30/2024

  The fees are subject to waiver by the board of directors not from the management company as those fees are paid to the HOA.

  Her remedy is to request from the board if they will waive that fee - if they agree to then it will be removed from her account.

  she notes she has text message from the board president so she knows the entity that makes these decisions.  submit letter in writing and we are more than happy to ask the board for their consideration.  

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second or third time I've reached out about the ongoing issues with aggressive members of Lordon Management Company. Please assist in resolving these matters. Thank you. I handed my letters twice to *****, who is in charge of the ***************************** for Lordon Management Company and raised my concerns during the ********************* meeting. Attached are files for BBB submission Lordon Management has refused to repair the walls, despite the subpar work done by their hired workers. There are doubts about the gardeners they employed having no license, and it appears there have been no supervisors checking their work from **** until now. Lordon Management must take responsibility for repairing water damage inside the walls and addressing exterior damage to the stucco walls caused by a haphazard arrangement of strange materials beneath pebble stones, which are excessively covered without the use of any waterproof materials. The CC&R's policy outlines specific issues and corresponding responsibilities. Unfortunately, during a storm, rain penetrated inside walls due to the workers damaging the exterior stucco walls. Additionally, there is a mess resulting from gardening work, including an excessive amount of pebbles covering strange materials placed underneath. I am rejecting this response because: I'm sorry to inform you that I cannot accept your response for various reasons. Additionally, they have covered paper materials and put an excessive amount of pebbles in the small side areas, which doesn't look aesthetically pleasing. It created a lot of ants and bugs. It's the responsibility of Lordon management and the *****************************'s workers to maintain the outside areas properly, but they haven't done so, causing damage to the soil beside my wall and making it wet when it rains. Furthermore, they have threatened me with the CC&R policy, which I haven't received. ?

  Business Response

  Date: 02/14/2024

  Please be advised that two board members and the manager walked the property with ******* in October to view the issues she had previously brought up - the board at that tgime confirmed that this was not HOA responsibility.  ********* meeting that just occurred did not have a quorum of the board and therfore no meeting took place to discuss her new letter.  ********* will review it when they have a meeting but anything pertaining to the same issues they said were ****** addressed.  Also, they are requesting that she stop going to individual board member homes as they are volunteers and they review matters at their board meetings.  

   

  As previously stated, Lordon Management cannot authorize work to be done beyond the board of directors directives and the board will not authorize work to be done that they feel is not the responsibility of the HOA. 

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21263710
  
  I am rejecting this response because:

  Complaint: 21263710
  
  They cannot deny their responsibility for taking care of outside gardening. They technically performed gardening incorrectly with their workers, staff, and gardners. Why did they perform improper gardening work and expect the owner to fix it? The owner only pays HOA fees for their servies outside gardnering jobs.  I am rejecting this response because: the Lordon Management Must repair all unauthorized outside pebble stones under non-waterproof material, which is blocking water drainage. They hired gardeners who previously removed pebble stones before planting lawnn grasses. They did not provide any notice to property owners before undertaking unauthorized work outside by varbally and written letter, or HOA meetings back in time. involving ******** without any supervisors ******. The CC&R list explicitly includes outside care by Lordon Management, and this action was not in accordance with those guidelines. The Lordon Management must repair all they did it to damage the property owner's home. Non-waterproof material, which is blocking water drainags through outside. They hired gardeners or their workers who previously replaced too much pebble stones before planting laws grasses. However, during the first rainy days, they removed all flowers, places excessive bebble stones, causing stormwater to penetrate my jproperty walls and causing damage. 
  
  Sincerely,
  
  S ***********************;  
  
  Sincerely,
  
  S *********************

  Business Response

  Date: 04/11/2024

  Please note that we did not receive your letter on this follow up and have been in communication with *******.  The *** has a landscape firm that the ***** of ********* is in a contract with and the board makes the decision as to if they will change landscapers.  The *** determines what type of plant material, etc. will be used within the community; management does not. We have tried to explain this and she does not want to except the fact that we don't hire the contractors, we don't employ the contractors.  We have suggested any questions that she has she puts it in writing to the ***** of ********* of her community. 

  Customer Answer

  Date: 04/21/2024

   
  Complaint: 21263710
  
  How many times have I requested the repair of the side space from Unit 1? It is the only space affected. I am rejecting this response because I initially requested the outside space to be over covered with over pebble stones, and beneath the pebble stones, some strange materials were placed which caused water to not drain properly, leading to moisture issues on the wall of my house. They are addressing the wrong issues. I have sent numerous emails, made phone calls, visited the Lordon Management office in ******, **, met with the manager *****, and spoken with President ** ***** several times. I have also attended HOA meetings, often being the only attendee or one of just two people. I have distributed my letters multiple times. It has been over a year, with heavy storms occurring, yet they have never mentioned fixing the outside space from Unit 1. The space in question is small in size. The staff, gardeners, and workers are all from Lordon Management Company made the problems.  It has been a while since the side blocks covered in stones were last changed.  "The unauthorized construction jobs they performed caused damage to the walls."
  Sincerely,
  S. *********************

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently am renting a property, under Lordon Property Management Co.. My landlord, and the homeowner of the property, in which my husband and I are renting from, ***************************, is receiving multiple HOA Fines, in regards to us, as tenants (for different reasons). They are completely false allegations, and I have a few questions and concerns to ask/report in regards to this situation (and others!). I have left several messages, in around-about a 3 month period (if not longer!), to no avail. I have tried speaking to her, (********, our Property Managers), assistant, *****, personallyto hand write a note for her, to call me backaccording to *****, she has notified ********, several times, verbally, and by way of written communication, (on top of the several voicemails I have left)!! Also, there are dangerous and toxic gases, that are seeping through the ground and are in the air here, around my rental property. Every week, the ****************, comes out to pump these horrific and unhealthy gases. There is a very lengthy, detailed, report put out, in which every single detail about these gases, (their origination/history, the levels/amounts, names of specific gases being leaked, etc), in which myself, and the Homeowner (***************************), have unfortunately, misplaced. Weve been both, asking for a copy of this report, from them, for months as well!! I need them for health concerns and legalities, and (******** is very aware of that!!)!! *** tried asking, Lordon Property Management, if there is anybody else that we can speak to, in regards to this unfortunate situation, but the answer was a (harsh and simple), NO!. Only ******** and her assistant *****, are we able to talk to in regards to our situation. The name of our Association is: ************ and we are located in ********, ** *****. The property this is in regards to is: **** *************..

  Business Response

  Date: 12/10/2023

  thank you for your inquiry - please note that the *** of a home *** contact our office and any information that *** be available that is a part of the *** records subject to inspection would be provided.  The **************** would be the entity you *** want to reach out to as any underground pumping that they are doing would be reports that they would provide.  

• Initial Complaint

  Date:11/25/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own and reside in a condominium in ********************. Lordon Management is the company managing the condominium complex. I have been complaining about the roof leaking in my unit for about a year now. On November 8 my unit leaked again and the management company has not been diligent in repairing the roof.
  
  On 12/15/2021 and March 4, 2021, I sent Lordon Management an email about my roof leaking by my balcony door. Then on November 8th, I sent another email regarding my roof leaking in my guest bathroom. The roof has caused issues with the building and Lordon Management has not given an answer as to when it will be repaired.
  
  Lordon Management sent a person to see the roof but he said that it was not the roof. However, on November 8th it rained and the roof leaked again and my bathroom damaged my bathroom ceiling. I would like Lordon Management to resolve this issue.
  
  The Management company has been very neglectful as the entry gate is not working properly, the stucco of the building need repair, and the trees need to be trimmed. I would like Lordon Management repair these issues and to maintain the complex in a timely manner.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/13) */
  I was advised that the contractor was originally was asked to tarp the roof when initial call came in but that contractor went out and indicated due to possible area leaking on a flat roof it could not be tarped. Another contractor subsequently went out and did sealing/repairs. left message for owner to see if it leaked after the rains this weekend.
  
  
  Consumer Response /* (3000, 7, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although the roof has been sealed and patched, the roof needs to be repaired. According to the contractor. The patch is temporary and not permanent and will leak in the future.

• Initial Complaint

  Date:10/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/20/21 the adjoining condo caught fire and burned into my place. Lordon Property Management Rep. shirked her responsibility when my private insurance agent asked for a reconstruction completion date and she said talk to the contractor. On 07/01/22 I gave 30 day notice to move from temp housing to my condo. The first occupant to move back with no electricity for 3 days, no air condition for 15 days, it took 24 days and several emails, texts and phone message, 1 certified mail demand letter for the common hot water heater to be ignited in which Lordon refused to re-activate the hot water at my condo not the HOA which I clarified that to Lordon and still nothing. 2 months later Lordon still has not fixed HVAC door inside my condo so the Gas Company can ignite my heater in which Lordon has seen the Gas company danger advisory to fix the HVAC door in my unit. Toxic gas leak due to shody work done by Trimark construction. 2 months of living here My hall linen closet doors and shelves have not been built, HVAC door properly fixed, holes in ceiling kids room, soot on outside window of kids room, My kid has an medical condition which Lordon Rep know about since I was on the board. I was charged a late fee when I was residing in temp housing I did not know the HOA fees went up but now they are late and I pay my HOA fees on time but they have not fixed my place and I've returned 2 months now. All residents had to pay out of pocket $3,500 for electrical panel replacement since panels due to recall on faulty electrical panels looks like its going to fall back into the wall due to poor quality work. I ask for a completion date with no response as to when these items will be fixed. I just get the run around and its going into the cold season. Due to a rat infestation I discovered the insulation has not been put back in the attic. Unit 1 left food in kitchen for 19 months. Unit 1 owner didn't have tenant move stuff out but Lordon and Trimark had been actively repairing
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/17) */
  The resident was in fact impacted by a severe building fire that took time to receive city and insurance approvals during covid. Repairs were made by the contractor as these approvals were being given. We are the management company and not the contractors. We will interface with the contractor and insurance company as issues arise which was done. The contractor doing the hvac had to make additional repairs that the HOA nor management was aware of and additional work outside the scope of the insurance claim was needed to have the gas company turn on gas which has been done. The special assessmetn was for all owners to pay as they had to replace the zinsko panels which the insurance company required to be replaced due to panel issues - it was not related to the fire. As we understand from the contractor they have fixed those items within the scope and actually has done additional work as a courtesy due to the inconvenience of the owner. Any pack out is done by the indvidiaul owner to those areas requiring work - the contractor nor the hoa requires packup beyond that scope of work. We are more than happy to review the members account but it appears that there was already a courtesy waive of $10.00 in late fees from 2021 that were done in 2021 and i do not see any other late fee on the account needing to be addressed.